Complaints

This profile includes complaints for Sheetz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sheetz

  243 Sheetz Way Claysburg, PA 16625-8345

• 

  Sheetz, Inc.

  1639 Spring Garden St Greensboro, NC 27403-2334

• 

  Sheetz, Inc.

  1551 Glenn Center Dr Kernersville, NC 27284-0046

• 

  Sheetz, Inc.

  4736 US Highway 29 N Greensboro, NC 27405-9411

• 

  Sheetz, Inc.

  805 S State St Yadkinville, NC 27055-7757

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I went to get gas from the Sheetz in ********************* on my way to work at 10:35 at night and I tipped my debit card at the pump it took ***** dollars worth of gas to fill up and the took all my money out of my checking account which was ***** i called their customer service number and they told me to call my bank which is PNC and they wont release the hold for the money I want my money back they shouldnt have taken all my money

  Business Response

  Date: 06/02/2025

  I am writing in follow-up to Mr. ******* complaint, number 23380619.   
  
            Please let me explain our process.  Mr. ***** used his bank credit card (debit) at one of our pumps.  When this occurs, Sheetz sends an electronic status request to the customers bank to determine if the card represents a valid account.  We do not place a hold on a customers funds,nor do we request that a hold be placed on a customers funds.  In addition, a customers bank does not make us aware of whether the bank has placed a hold on the customers account.    Our status check merely determines if the account is active.   If the account is active, the transaction is allowed to continue (if it is not, the transaction is not allowed to continue and an alternate form of payment must be used). 
  
            Banks, however, have their own process for dealing with our initial status request. We understand, for example, that a bank may, when it receives the status request, pursuant to its own policy, place a hold or a preauthorization hold on the customers account (in this case, for example, for $100).  This is done pursuant to the banks own procedures. 
  
            Please understand that how a bank reacts to a status request is a matter beyond a retailers control.  A status request is not a request that a hold be placed on funds or that funds be withdrawn from an account.  It is merely an inquiry to determine if the customers account is active.  What the bank does with the request is determined by the bank and/or the rules and regulations promulgated by the credit card issuer. 
  
            Please also understand that this issue has been a concern to customers in the past. In order to better assist our customers, we have added information explaining the process to our website for their reference. 
  
            I hope this correspondence proves helpful.  Should you have any questions or concerns, please feel free to contact me at **************
  
                                                    Sincerely,
  
  
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was driving down Route 30 in ******* at about 5:25 PM on May 01, 2025 with the first emergency weather alert came through on my cell phone, warning of severe thunderstorms in the area.The weather alert warned of destructive 80 mph winds, and advised people to take shelter in a sturdy building. Flying debris may be deadly to those caught without shelter, the *** warning elaborated. I'm a 69-year-old disabled senior, so I decided to be safe.The winds were rising and the heavy rain were beginning to pound my car as I pulled into the Sheetz parking lot. The Sheetz building was sturdy enough, I thought, and the *** warning expired in 40 minutes, at 6:15 PM.The lights went out at Sheetz just as I was settling at the canteen table with my coffee. Fluorescent lights began to illuminate half the store. I was texting family members to make sure they were safe and out of the storm when the stores manager approached me.Are you waiting for food? the she ********, I said, Im drinking my Sheetz coffee.If youre not waiting for an order," she said, "I have to ask you to leave.Why? I asked.Were locking the doors, she said, and we cant have customers in the store when the doors are locked.I pointed to the windows. Do you see whats going on outside?It doesnt matter," the manager said, "you have to leave.The emergency alert on my phone tells people to find shelter.Youll have to find shelter someplace else, the manager said. You cant stay here.The storm was blowing at its worst and the wind gusts were strong enough to rock my SUV as I returned to my vehicle.I attempted to reconcile this situation with the Sheetz complaint line. An operator asked some questions regarding my contact information, and promised a Sheetz representative could contact me via phone call the next day. That call never arrived.I seek an apology from the manager and acknowledgement of the offense by the Sheetz corporation.

  Business Response

  Date: 05/19/2025

  Dear Ms. *************************************************************************************************** I am writing in follow-up to Mr. ******** complaint wherein he indicated he is upset because the power went out during a storm and we locked the store and asked our customers to leave.  Our policy is to lock the doors when the power goes out.  In fact, many businesses have this policy.  ************** may or may not know, a business needs power to operate normal business functions, for example, the registers.   Therefore,business cannot be performed.  Additionally, there are safety reasons why businesses lock the doors as well.
  
                 In further reviewing Mr. ******* complaint, I believe that he feels as though the manager on duty was **** and/or short.  For that I do apologize.   The manager should have explained why we lock the doors and I am sure Mr. ******* may have better understood. 
  
                 I am very happy that Mr. ******* made it through the storm un-weathered and I hope that he will continue to be a valued and loyal Sheetz customer.   Our intention was not to harm Mr. ******** or any of our customers, for that matter.   We try to keep customers, as well as our employees, safe at all times. 
  
                 I hope this email has been responsive.  If you require additional information, please contact me.
  
                                                                             Sincerely,
  
  
  
                                                                             ********* *******
                                                                             Customer Advocate/Litigation Manager 

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  Forgive me, but the Better Business Bureau's response to my complaint of May 09, 2025 was misrouted to my spam account.  As a result, I was unaware of the response, and only read the correspondence a moment ago.  My apologies.

  ********* *******' response to my complaint is unacceptable for a number of reasons.  In fact, by the time I submitted my complaint to the Pennsylvania Better Business Bureau on May 09, I had already spoken with Ms. ************** The response she gave the Better Business Bureau to my complaint was the same as she explained to me on the phone--which was, more or less, "Too bad, buddy."
  
  The part of the complaint I'm unable to describe to either ********* ******* or the Better Business Bureau is the severity of the storm on May 01.  I've submitted copies of the ************************ warnings to the Better Business Bureau along with my complaint:  Residents of the area were being warned of 80 MPH winds, dangerous hail, and flying debris.  The *** was warning residents to seek immediate shelter from the storm.
  
  That storm was blowing at its worst when I was asked by the Sheetz manager to leave the store.  Yes. Ms. ******* is correct in her assumption that the manager did not explain the reasons.  But I explained to the manager the *** warnings, and she was entirely indifferent--"Well, you'll need to seek shelter elsewhere," she said at the time, "because you can't stay here."
  
  When I spoke to ********* ******* prior to my complaint to the BBB, she advised me that the reason I could not remain in the store was because the security cameras were inoperable and Sheetz staff was unable to prevent customers stealing merchandise from the store.  I can promise you, as a 70 year old disabled senior during a hurricane-force storm, it's a bit late to embark on a life of crime, so larceny was the last thing on my mind that night.  I was too busy trying to survive.
  
  Ms. *******' response to my complaint is inadequate for these reasons.  Three people were killed in the storm on May 1--and as a result of the Sheetz manager's irresponsible behavior, I could easily have been among them.  In fact, if I were speaking with an attorney about this matter instead of the Better Business Bureau, the term I'd be using would be "reckless endangerment."  Because that's what occurred that afternoon/evening.
  
  I understand that rules are rules.  But common sense dictates that in a life-threatening situation such as the one which occurred on May 01, rules need to be modified--to prevent loss of life, if for no other reason.
  
  I seek from Sheetz, Incorporated an acknowledgement of the gravity of this complaint and an apology--as well as an assurance that such a reckless response will not occur again in the future.  
  
  And considering the life-threatening situation Sheetz' Latrobe manager placed me in on the afternoon/evening of May 1, I don't believe some compensation for my humiliation and anxiety is inappropriate.

  
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, 2025, at approximately 9:48 PM, I visited Sheetz and encountered unprofessional and disrespectful behavior from the two supervisors on duty. I am unsure of the reason behind their conduct, but I believe it reflects a serious lapse in customer service standards. I respectfully urge Sheetz to address this matter and ensure that all employees uphold a courteous and professional attitude toward customers.

  Business Response

  Date: 05/15/2025

  Dear *** ******, 

  I am writing in follow-up to complaint #********.  We are pleased that ******* reached out and made us aware.  We take all customer issues seriously and are in the process of investigating the issue.  Should our investigation warrant any disciplinary action, we will handle it corporately.

  
  If you have any questions or concerns, please advise.  Thank you.  

  Sincerely, 

  ********* *******
  Sheetz, Inc.
  Customer Advocate/Litigation Manager

  
  

  Customer Answer

  Date: 05/15/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sheetz Customer Service, I am writing to formally express my disappointment regarding a recent experience at one of your drive-thru locations, specifically involving an employee named ***** Drop. On our visit, we placed our order at the drive-thru and had a $2 off coupon scanned for a pack of cigarettes. The coupon was scanned successfully by *****, but we were then informed that it would be a moment because the credit card machine had not been plugged in. While we were willing to wait, the delay unfortunately exceeded the 5-minute time limit associated with the coupon, rendering it invalid by the time we were rerouted to another register. When the cashier attempted to re-scan the coupon, we explained that due to the strict one-time use policy in the app, we were unable to retrieve it again. The employee then walked away to relay this to *****, who responded dismissively, saying, Oh well, then they dont get the $2 off. ***** then approached us and not only accused us of being untruthful but also told us to take it up with ********** we had an issue. His tone and attitude were unprofessional and disrespectful. Unfortunately, this is not the first time weve encountered this kind of behavior from ***** during prior visits. As regular Sheetz customers, we were extremely disappointed by the lack of customer service and courtesy shown during this interaction. We hope Sheetz holds its employees to higher standards than what we experienced.

  Business Response

  Date: 04/28/2025

  I am writing in follow-up to complaint #********.  We are pleased that ***** reached out and made us aware.  We take all customer issues seriously and are in the process of investigating the issue.  Should our investigation warrant any disciplinary action, we will handle it corporately. As a courtesy, for the inconvenience of not receiving his $2 off, I will be sending ***** a $10 Sheetz gift card. I hope this is an acceptable resolution.

  
  Sincerely, 

  ********* *******
  Customer Advocate/Litigation Manager
  ****************************

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have visited sheetz several times over the last few months. Always ordering the hot vanilla latte. More than once the drink I get is cold not HOT. I don't know this until I am in my car after leaving the sheetz. Their prices have gone up too much to continue to let this happen. I did try to reach out to sheetz directly but did not get a reply. I also cannot log into my sheetz account/app. The emails I have used are not working. There are other convenient options I can use, I am only filing this complaint as the final chance for sheetz to make this right before requesting the deletion of my sheetz account.

  Business Response

  Date: 04/14/2025

  Dear Ms. ********************************************************************* I am writing in follow-up to a complaint ******** received in my office from Mr. ******* about a purchase he made.
  
            ********** indicated that he purchased a hot vanilla latte and it was not hot when he received it.  We did receive a report from Mr. ******* about the issue and we added a coupon for him to use at his next visit. In reference to Mr. ******** issue of not being able to log into his My Sheetz account, we emailed Mr. ******* requesting that he call us so that we could better assist with his account issue.
  
            ************** would contact us at ************** and provide the representative with Case #******, they would be more than happy to assist with any issues Mr. ******* may be experiencing. 
  
            I am sorry for the inconvenience and hope that Mr. ******* will continue to be a valued Sheetz customer. 
  
  
                                                    Sincerely,
  
  
  
                                                    ********* *******
                                                    Customer Advocate & Litigation Manager

  Customer Answer

  Date: 04/14/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ***** *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into a Sheetz earlier today around 3:10 and deposited $500 into my current account but when I left the money wasnt on my card. The receipt I was given was only the receipt not the one that shows whether or not the card was declined or activated. I have called customer service numerous times and cant get anyone to help me. The case number they gave me is ******** and the girl is named ****** that I spoke to. She was nice but told me that due to a system outage they couldnt verify anything and I feel like Im going to be out the $500 I have to Sheetz to apply to my current card! Someone needs to contact me about this asap!

  Business Response

  Date: 02/10/2025

  Dear *****,
  
  I am writing in follow-up to complaint #********. ******* did reach out to our customer service line on January 28, 2025 with respect to the issue.
  
  Melissas issue is currently under investigation, and we need additional time to come to a resolution.  In the interim, we will need to speak with ******* about the issue and will need to have ongoing conversations regarding the matter. Therefore, we will conclude this matter with the customer and ******* can follow-up with you once we reach a resolution.
  
  Thank you,
  
  
  ********* *******
  Customer Advocate/Litigation Manager
  Claims & Litigation
  Sheetz*****.

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a grilled chicken sandwich and the chicken was about the size of a Ritz cracker. I just want my money back. I wasn't expecting a full breast, but there's more meat in chicken nuggets than I got on my sandwich

  Business Response

  Date: 01/29/2025

  Dear Ms. ************************************************************************************************ am writing in follow-up to Jasons complaint, number ********, wherein he expresses his dismay with his most recent food purchase.  I am so sorry that he felt that the piece of chicken in his sandwich was not up to his standards.  I did look into the issue and I believe this may have been a one-off, as it appears that the chicken product we use is larger than a Ritz cracker.  However, I do not mean to say that Jasons complaint is not valid and we hope that ***** will continue to be a loyal Sheetz shopper and give us another chance.  For his inconvenience, I am going to forward him a $25 gift card that can used on anything inside the store, to include fuel. 
                I hope this response has been useful and again, hope that ***** continues to shop at Sheetz.  We are so appreciative of our customers and without customers like *****, we would not survive.  Thank you. 
  

  ********* *******
  Customer Advocate/Litigation Manager
  Claims & Litigation
  Sheetz, Inc.

  Customer Answer

  Date: 01/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I typically place orders for food through the sheetz app. If at any point I choose to include a drink like monster or a self-service soda, there's a 70% chance that I won't actually get it with the order. Typically they claim they're out of stock. However if I go in the store the next day, they'll have it somehow. Then if I placed an order for pickup, sometimes, I'll find the monster that they'll claim their out of in the reach in cooler.

  Business Response

  Date: 01/29/2025

  Dear Ms. ************************************************************************************************ am writing in follow-up to Angelas complaint, number ********, wherein she indicates that she has constant issues when ordering through the Sheetz app.    I am sorry that Ms. ***** has issues when ordering on the app and when she calls into the corporate office, she is reimbursed and/or given product to make up for the inconvenience.  This does not mean to imply that mistakes are not being made; they may be.  In fact, when she or another customer should call into the corporate office, we follow-up with the store to make them aware and when possible, view surveillance to determine if there is a problem.  We take these complaints very seriously. 
                For her inconvenience, I am going to mail a gift card for $20 that can be used for items inside the store, to include fuel.  I am hopeful that Angelas orders will be right in the future, as I reached out to the store. I would hate for ****** to not be a loyal Sheetz customer, as we appreciate her business.Thank you.  

  ********* *******
  Customer Advocate/Litigation Manager
  Claims & Litigation
  Sheetz, Inc.

  Customer Answer

  Date: 01/29/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What is happening with the Sheetz gift cards? I have two of them, neither one have been used yet it states they have zero balance on either one of them!! You cant even get through to try and speak to someone about it and when you call the 888 number it tells you to press one yet it doesnt do anything when you do! One gift card was for 100 and the other was for 50. Please fix this!

  Business Response

  Date: 01/06/2025

  Dear Ms. ********************************************************************* I am writing in follow-up to Jessicas Complaint #********.  I apologize that ******* is having issues with two Sheetz gift cards purchased at one of our locations.  Please ask ******* to call our toll free number at ************.  ******************** Representatives (***) should be able to better assist with the available balances and if the cards were used. If the *** indicates that the cards were used and the customer indicates that she did not use the cards, she may want to reach out to the police to file a report.  The police should be able to
  
            I hope this reply has been helpful to *******. Should additional information be required, please advise.  Thank you.

  Sincerely, 

  ********* *******
  Sheetz Inc.
  Customer Advocate/Litigation Manager

• Initial Complaint

  Date:12/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 9.87 for gas today December 24th pump 6. Instead of sheets, taking off the $9.87 they yanked $137.06 out of my bank account which overdrafted me. I went in to ask for the manager because I was extremely upset and was told what do you want me to do about it? Its not their problem. It is their problem!!!!! You dont get nine dollars worth of gas and be charged $140 for gas!! This is fraud if theyre ripping people off the Better Business Bureau should know about it I have never in the thousands of Transactions *** had a placed with businesses ever yank over $130 above plus on a purchase I shouldve at least gotten an apology. I got nothing other than someone saying its not our problem. The *** said it happens all the time! How many customers have gotten overdraft fees from their bank because theyre ripping people off? She said Call your bank luckily for me 15 minutes later my bank thank God Cash app seen this and changed it to what it was supposed to be and refunded me back the difference I will never get from sheets again you dont take hundreds of dollars off with no reason from customers and not tell them this is not good practice and if this is what they do, dont ever get Gas from sheets again

  Business Response

  Date: 01/06/2025

  Dear Ms. ********************************************************************* I am writing in follow-up Cheries complaint, number 22727570.  Please be advised that banks will send a pre-authorization through to accounts to ensure 1) that the account is active and 2) that the account has funds to ensure they will be paid. Generally it takes 1-3 business days for this pre-authorization to disappear from the customers account.  The money does not actually deduct from the balance.  It is simply a hold that the bank places on the account.  According to Cashapps website, their holds can take up to thirty (30) days to be released. 
  
            I hope this reply has been helpful to ******. Should additional information be required, please advise.  Thank you.

  Sincerely, 

  ********* *******
  Sheetz Inc.
  Customer Advocate/Litigation Manager

  Customer Answer

  Date: 01/06/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****